Technical Sales Support

2 weeks ago

Riyadh, Saudi Arabia Masimo Full time

**Job Summary**:
The Technical Sales Support KSA is responsible for providing troubleshooting, training and technical support for Masimo customers within their area of responsibility with travel to other regions as required and remote support. Primary duties involve working on Proof of Concepts, key account support and further enhancing hospital automation solutions within key accounts.

**Reporting Relationships:s**
This job reports to: Technical Manager

**Department**:Technical Sales Support - Riyadh - KSA (Saudi National)

**Duties & Responsibilities**:

- Provide field and remote support for Masimo’s products, solutions and technology including OEM devices
- Promptly report customer complaints per the requirements defined in Masimo’s Quality System Supports/troubleshoots system problems including configuring and coordinating with Masimo, vendors or hospital staff (nursing, doctors, maintenance, IT and biomedical) on the support of all component items.
- Initiate repair/replacement of failed and/or defective products.
- Perform periodic Functional Verification, upgrades and unscheduled service calls as needed.
- Assist in presales activities.
- Implement service sales strategies.
- Assists with product sales and proposals as requested.
- Identify potential Customer training issues and propose solutions.
- Provide technical support to Masimo Sales Representative during pre-sales activities.
- Assist customers in proper use of Masimo products, solutions and technology.
- Identify potential Customer training issues and propose solutions.
- Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved.
- Convey information from the field regarding product suggestions, improvements and enhancements to Product Marketing.
- Monitor technical support process and procedures. Initiate changes to optimize the process.
- Be able to work with and be knowledgeable of biohazard products and procedures.
- Manage and triage escalations for key customers to ensure proper and timely resolution.
- Advocate for customers by identifying improvement opportunities in services and products quality and performance.
- Frequent local travel with little notice required.
- Performs other duties or special projects as requested.
- Must be able to lift at least 20kg
- Fluent in local language and English is required. Other languages are a plus.

**Minimum & Preferred Qualifications and Experience**:

- One to Three years of related experience in medical equipment and hospital industry.
- Direct Technical experience, ability to communicate with all areas of healthcare industry.
- Knowledge of the hospital environment and key personnel within medical care areas.
- Intermediate skills in TCP/IP protocol in an Enterprise environment.
- Intermediate skills in Microsoft Windows, VMware, and Linux operating systems.
- Must be a self-starter, a "hands-on" individual who enjoys challenge and is dedicated to getting the job done with mínimal support and direction.
- Must have excellent verbal and written communication skills.
- Strong results orientation, positive "can do" attitude, and a sense of urgency to get things done.
- Must have flexibility in reacting to new situations and adaptability for working in a new environment.
- Ability to work on a rotating after-hours on-call schedule.
- Ability to work effectively with cross functional teams.
- Strengths in organization and working individually and within Team environments.
- Field Experience in implementing/troubleshooting medical equipment into the hospital environment.
- Open to relocate.

**Preferred Qualifications**:

- Prior experience in the Biomedical equipment technical support.
- Experience in Medical devices industry preferred especially patient monitoring solutions.

**Education**:

- A Bachelor’s of Science in biomedical engineering is required.
- Physical requirements/Work Environment
- This position primarily works in hospital -like environments. It requires frequent sitting, standing, walking, and lifting. Team members must be able to lift up to 20 kg. Daily use of a computer and other computing and digital devices is required. May stand or sit for extended periods when installing, configuring, troubleshooting, and upgrading Masimo products, facilitating meetings or walking in the facilities. Frequent local and domestic travel is necessary, so the ability to own and operate a motor vehicle and maintain a valid Driver’s license is required. Occasional international travel may be necessary, so the ability to obtain a valid passport may be required.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.

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